Dutch insurance company transforms service and sales operation with leading cloud contact centre technology

A nationally-operating car insurance specialist has enhanced its customer experience and sales operation with innovative cloud contact centre technology from NewVoiceMedia. The business deployed ContactWorld for Service and ContactWorld for Sales and Marketing with Salesforce integration, for a single, shared view of all customer interactions.

Based in the southern part of The Netherlands, the business previously used on-premise technology that was not capable of supporting its anticipated rapid growth and offered limited visibility of performance, call routing and reporting. The innovative insurance company needed a robust platform that would integrate with Salesforce, for a complete record of customer interactions, and enable the business to provide a premium service.

With NewVoiceMedia, the company benefits from a rich suite of features, including immediate access to a customer or prospect's entire history of interactions from one screen and the ability to make calls directly from within Salesforce with the ContactWorld Connect dialler solution, saving time and improving call connections. With Dynamic Routing, incoming calls are intelligently routed based on CRM data. Rather than treat all callers in a queue with the same level of importance, the company is able to prioritise calls from key partners and offer a completely personalised service. Easy call recording is also offered and calls can be stored indefinitely as required.

ContactWorld also meets the client's requirements for a solution that can be customised in response to changing business needs. The technology ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes. Furthermore, agents can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire contact centre operation, so agents can be easily managed, and customisable, rich reports allow the company to expose where improvement opportunities exist.

CEO of the insurance company, comments, "We selected NewVoiceMedia for its seamless integration with Salesforce, as we wanted a single, 360 degree view of customer contact and automatic logging of all inbound and outbound call activity. ContactWorld has been transformative to our business as we have enhanced our service and sales operation dramatically. We are now able to recognise customers at the point that the call is answered and offer them a personalised service".

Jonathan Gale, CEO, NewVoiceMedia, comments, "We are very pleased that our client has made such significant improvements since implementation. NewVoiceMedia has not only provided a reliable and feature-rich contact centre, but delivered a completely flexible and scalable solution which will support the company throughout its significant growth this year and beyond".